BEIMSWeb Remote Request System

BEIMSWeb RRS significantly reduces the amount of time spent handling requests via phone, fax, email or answering machine and delivers automated and timely feedback to clients.

 

BEIMSWeb allows departments and individuals to report faults or request work to the maintenance or engineering department directly via the Internet or an Intranet.  A feedback loop allows the requestor to immediately view the status of their request and what actions have been taken either via automated email notification or directly in the Remote Request System.  A requestor can also view other jobs that have been lodged by their department.

 

This process serves to greatly reduce phone calls as requestors no longer need to contact maintenance to lodge requests or follow up on whether a request has been received and/or what action is being taken. Clients appreciate the ease and convenience of lodging a request via the Web as well as the timely feedback and updates generated by the system.

As a result, BEIMSWeb can play a major role in improving staff and client satisfaction through improved communication and a more efficient workflow.
 

BEIMSWeb has been shown to reduce telephone calls between the maintenance office and clients by over 80% and develops a very high level of client satisfaction. 

 BEIMSWeb Workflow

	Improved client service:
	Staff can easily input their own requests and then receive direct feedback on its status.
	No misinterpretation of the user’s request.
	Cut your administration time by 80% by removing the need for maintenance staff to gather and input job requests
	Telephone requests are limited to emergency situations.
	No need to send paper-based requests to maintenance.
	Significant reduction in multiple requests for the same problem.

FUNCTIONAL OVERVIEW 

BEIMSWeb functionality includes:

§         Online submission of work requests

§         Ability for maintenance to accept or reject work requests

§         Maintenance can enter comments such as "waiting for spare parts"

§         If accepted, the request is converted into a Work Order

§         Immediate feedback for requestors

§         Optional web and e-mail feedback – the e-mail feedback is generated by the system according to business  rules (BEIMS Remote Request Notification)

§         LDAP to deliver user details when logging on. LDAP is a standard feature but others can be implemented

§         Ability to set up single sign-on for clients to suit organisational IT environment

§         Retention of client details to reduce data input

§         Data submitted by the client in a request flows through the system to create a Work Orders thus eliminating any re-keying of data or the need to “cut and paste” information from one screen to another

§         Monitoring and alert features to notify maintenance of new requests

§         Multiple ways of viewing requests prior to allocating work
§         Ability to “pass” or refer a request from one person to another. This provides an easy way to assign different requests from a central point to different locations or sites.

§       Ability to monitor outstanding requests – who they have been assigned to, where they originated, their status and how long they have been outstanding.
§         the Work Order Automation Agent can be set up so that Work Orders can be created and dispatched for common tasks or types of work automatically.